Refund policy
We want you to be happy with your order. You can return most items within 7 days of delivery. This policy applies to orders delivered within India.
What you can return
We accept returns for both faulty and non-faulty items, provided the product is:
- Unopened, unused and sealed in its original packaging
- In the same condition you received it
- Accompanied by your receipt or proof of purchase
Because these are consumable health supplements, we cannot accept an opened or unsealed product back for hygiene and safety reasons, unless it arrived damaged, expired or incorrect. Those cases are covered below.
How to start a return
Email us at drcollagencare@gmail.com within 7 days of delivery, with your order number and the reason for the return. We will confirm whether the return is accepted and send you the return address.
Please request a return before sending anything back. Items posted to us without an approved request cannot be accepted. Requests made through Facebook, Instagram or any other channel are not processed; email is the only route.
Return shipping
Returns are made by post. The cost of return shipping is your responsibility, except where the item was damaged, expired, incorrect or missing from your order, in which case we cover it.
We do not charge a restocking fee.
Refunds
Once your return reaches us we inspect it and let you know whether the refund is approved. If it is approved, we process the refund to your original payment method within 7 days. Your bank or card provider may take additional time to post it to your account.
If a refund is declined, we will explain why and return the item to you at no cost.
Exchanges
We accept exchanges. The quickest way is to return the item you have, and once the return is approved, place a separate order for the replacement.
Damaged, wrong, expired or missing items
Please check your order as soon as it arrives. Contact us immediately if any item is damaged, expired, incorrect, or missing, and we will put it right with a replacement or a refund.
For claims of physical damage to the product or its packaging, please include an unboxing video showing the sealed parcel being opened. This is how we verify damage that happened in transit, and we cannot process a physical damage claim without it. We recommend filming the unboxing of every order.
What we cannot accept
- Requests made more than 7 days after delivery
- Products that have been opened, used or had their seal broken, unless damaged, expired or incorrect on arrival
- Items returned without an approved return request
- Products not purchased directly from drcollagen.in
Contact
Any questions about returns or refunds, email drcollagencare@gmail.com and we will help.